Personal Injury Intake Specialist

Description

The Role

As a Personal Injury Intake Specialist, you are the first point of contact for injured people looking for help. You'll answer inbound calls, chats and web leads, listen carefully to each caller's story, gather the key facts of their case, and guide qualified callers through signing with our firm. This is a sales role built on trust, not pressure. You'll succeed by helping people feel heard, understood and confident that they've found the right team.

What You'll Do

• Answer inbound calls and respond quickly to web, chat and marketing leads
• Conduct compassionate, thorough intake interviews to capture accident, injury and insurance details
• Screen cases against firm criteria and route them to the right attorney or team
• Explain our process clearly and guide qualified clients through signing their engagement paperwork
• Follow up with prospective clients on time and persistently, without being pushy
• Enter accurate, complete information into our lead management system (Lead Docket)
• Meet personal and team goals for response time, conversion and client experience
• Represent the Mickey Keenan, PA standard on every call, Mickey Cares

Requirements

What You Bring

• Patience. You stay calm and steady with callers who may be in pain, frustrated or overwhelmed.
• Empathy and compassion. You connect with people and treat every caller like family.
• Persuasive communication. You can build trust and help people make a decision that's right for them.
• Computer literacy. You're comfortable typing while you talk, moving between systems and learning new software quickly.
• Excellent verbal and written communication skills
• A strong sense of urgency and attention to detail
• Prior experience in legal intake, call center, inside sales or customer service is preferred. Personal injury experience is a big plus.
• Bilingual (English/Spanish) is a PLUS

What We Offer

• Competitive salary, commensurate with experience
• Bonus opportunity tied to performance
• Full benefits package
• Paid time off and paid holidays
• A supportive, mission-driven team that truly lives "Mickey Cares"
• Room to grow with a firm that invests in its people

Schedule and Location

This is a full-time, in-office position at our Tampa office. We're hiring for an immediate start.

Ready to Put Clients FIRST?

If you're a natural listener who loves helping people and thrives in a fast-paced environment, we want to hear from you. Apply today with your resume and a short note about why you're drawn to this role.

Mickey Keenan, P.A. is an equal opportunity employer.